|  TITLE:
Call Center Management on Fast Forward : Succeeding
in Today's Dynamic Inbound Environment
by Brad Cleveland,
Julia Mayben
The
book provides a detailed, step-by-step plan for managing
an incoming call center. Since it's debut last September,
the book has become part of university, college and
corporate training programs in over 15 countries.
It is "required reading" for the management teams
in numerous call centers, and is currently being translated
into several other languages.
PURCHASE
AT ICMI
Title: 23 Steps to an
Effective Call Centre - by Real Bergevin
Developed for NuComm International managers and clients,
"The 23 Steps to An Effective Call Centre" is a comprehensive
model of call centre operations. From development of
the call centre mission to tracking results, the model
provides a powerful and complete "hands on" method of
affecting results.
View
Synopsis / Purchase
 TITLE
: 301 Great Customer Service Ideas
From America's Most Innovative Small Companies An easy-to-read
compendium of tips culled from Inc. and Inc. Technology
magazines and from interviews with Inc. Positive Performer
Awards finalists, 301 Great Customer Service Ideas provides
a fresh perspective on how to win and retain customers
by using innovative customer service strategies.
PURCHASE
AT AMAZON.COM
 TITLE
: Customers: Arriving With A History And Leaving With
An Experience; How to Build Your Sales,Service
or Help Desk Call Center To Please Customers by Andrew
Waite
This book has a 74-page sample Request For Proposal
to buy an ACD - Automatic Call Distributor, the central
piece of technology in any call center. If you hired
a consultant, this RFP would cost you a minimum of
$20,000. This book is based on the premise that life
for call center and help desk managers has become
far more complex than just an ACD-equipment decision.
That's what the rest of the book is about.
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AT AMAZON.COM
Title: Customer Service on the Internet: Building
Relationships, Increasing loyalty, and Staying Competitive,
by Jim Sterne
Imagine
a web-based customer service operation ready to meet
your customer needs, 24 hours a day, 7 days a week.
Now imagine that this service provides more information,
in less time, at a lower cost than your current customer
service operation. Find out how you can do all of
this and more with Customer Service on the Internet.
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AT AMAZON.COM
TITLE: The Big Book of Customer Service Training
Games by Peggy Carlaw, Vasudha Kathleen Deming
This book contains 50 creative activities that teach
the basics of treating customerswith respect, listening
well, smoothing out ruffled feathers, and all theother
skills an employee needs to sell and serve customers.
Designed foranyone who manages front line service
workers, the book is full of fun,engaging games that
make it easy to train flight attentdants, salespeople,customer
service reps, help desk personnel, etc. Trainers can
use theactivities to liven up traditional customer
service training programs, andsales managers can use
the games to add a training component to aregular
sales staff meeting. Most training games take just
15-30 minutesand include reproducible participant
handouts and worksheets to keepthe game leader's job
simple.
PURCHASE
AT AMAZON.COM
 TITLE:
Customer Service Over the Phone by Stephen Coscia
Call
center managers give this small, easy-to-read book
to all theiragents. It helps the agents understand
how important their job is. Itteaches them the best
ways to deal with customers. The author has run abusy,
large call center for years. This book contains best
customer service ideas, techniques and strategies
developed over all those long,hard years. He has handled
just about every customer service problemimaginable
(and some you don't want to imagine).
PURCHASE
AT AMAZON.COM
Title:
Call Center Savvy: How to Position Your Call
Center for the Business Challenges of the 21st Century
by Keith Dawson
View
Synopsis
Title:
Online Customer Care: Strategies for Call Center
Excellence by Michael Cusack
View
Synopsis
Title:
Email Marketing by Jim Sterne
View
Synopsis
Title:
Webonomics: Nine Essential Principles for
Growing Your Business on the World Wide Web by
Eva I. Schwartz
View
Synopsis
Title:
Customer Service 101: Basic Lessons to Be
Your Best by Renee Evenson
View
Synopsis
Title:
Customer Service 201: Managing Your People
to Be Their Best by Renee Evenson
View
Synopsis
Title:
Beyond 'Hello': A Practical Guide for Excellent
Telephone Communication and Quality Customer Service
by Jeannie Davis, Pat Landaker (Editor)
View
Synopsis
Title:
Customer Service and the Telephone (Business
Skills Express) by Dennis Becker, Paula Borkum
Becker
View
Synopsis
Title:
Telephone Skills from A-Z: The Telephone 'Doctor'
Phone Book (A Fifty-Minute Series Book) by Nancy
J. Friedman
View
Synopsis
Title:
Telephone Terrific!: Facts, Fun, amd 103 'How
To' Tips for Phone Success by David Dee, Diane
Bryan (Illustrator)
View
Synopsis
Title:
Powerful Telephone Skills: A Quick and Handy
Guide for Any Manager or Business Owner (Business
desk Reference) by Editors of Career Press
View
Synopsis
Title:
Best of Class: Building a Customer Service
Organization (Executive Excellence Classics) By
Ken Shelton
View
Synopsis
Title:
Shared Services: Adding Value to the Business
Units by Donniel S. Schulman
View
Synopsis
Title:
Shared Services: Mining for Corporate Gold
by Barbara Quinn
View
Synopsis
Title:
Activity Based Costing in Financial Institutions:
How to Support Value-Based Management and Manage Your
Resources Effectively by Julie Mabberley, Mark
E. Austen
View
Synopsis
Title:
Handbook of Human Performance Technology:
Improving Individual and Organizational Performance
Worldwide by Harold D. Stolovitch (Editor), Erica
J. Keeps (Editor)
View
Synopsis
Title:
The Complete Idiot's Guide to Great Customer
Service by Ron Karr, Don Blohowiak
View
Synopsis
Title:
Managing For Dummies by Bob Nelson
View
Synopsis
Title:
Leadership For Dummies by Marshall Leob,
Stephen Kindel
View
Synopsis
Title:
Creating Customer Value: The Path to Sustainable
Competitive Advantage by Earl Naumann
View
Synopsis
Title:
Customer Centered Growth: Five Proven Strategies
for Building Competitive Advantage by Richard
Whiteley, Diane Hessan
View
Synopsis
Title:
The 7 Universal Laws of Customer Value: How
to Win Customers & Influence Markets by Stephen
C. Broydrick
View
Synopsis
Title:
The Wizardy of Customer Value: An action guide
to measuring & managing loyalty by R. Eric Reidenbach
View
Synopsis
Title:
Customer Value Management- The CVA 2000 Collection
by Raymond E. Kordupleski, Rodger W. Gallagher
View
Synopsis
Title:
The Pims Principles: Linking Strategy to Performance
by Robert D. Buzzell, Bradley T. Gale
View
Synopsis
Title:
Customer Relationship Management Systems:
ROI and Results Measurement
View
Synopsis
Title:
The Customer Relationship Management Planning
Guide
View
Synopsis
Title:
Relationship Marketing: New Strategies, Techniques
and Technologies to Win the Customers You Want and
Keep Them Forever by Ian H. Gordon
View
Synopsis
Title:
The New Rules of Marketing : How to Use One-To-One
Relationship Marketing to Be the Leader in Your Industry
by Frederick Newell
View
Synopsis
Title:
Relationship Marketing: Successful Strategies
for the Age of the Customer by Regis McKenna
View
Synopsis
Title:
Customer Retention: An Integrated Process
for Keeping Your Best Customers by Michael W.
Lowenstein
View
Synopsis
Title:
The One to One Future: Building Relationships
One Customer at a Time by don Peppers, Martha,
Phd Rogers
View
Synopsis
Title:
The One to One Manager: Real-World Lessons
in Customer Relationship Management by Don Peppers
(Editor), Martha Rogers
View
Synopsis
Title:
Help Desk Practitioner's Handbook by
Barbara Czegel
View
Synopsis
Title:
How to Manage the I.T. Help Desk by Noel
Bruton
View
Synopsis
Title:
Microsoft Sourcebook for the Help Desk: Techniques
and Tools for Support Organization Design and Management
by Microsoft Corporation
View
Synopsis
Title:
The Invisible Touch: The Four Keys to Modern
Marketing by Harry Beckwith
View
Synopsis
Title:
Positioning: The Battle for your Mind
by Al Ries, Jack Trout
View
Synopsis
Title:
Differentiate or Die: Survival in Our Era
of Killer Competition by Jack Trout , Steve Rivkin
View
Synopsis
Title:
Marketing Services: Competing Through Quality
by Leonard L. Berry, A. Parasuraman
View
Synopsis
Title:
Discovering the Soul of Service: The Nine
Drivers of Sustainable Business Success by Leonard
L. Berry
View
Synopsis
Title:
Delivering Quality Service: Balancing Customer
Perceptions and Expectations by Valarie A. Zeithaml,
A. Parasuraman, Leonard L. Berry
View
Synopsis
Title:
Command Performance: The Art of Delivering
Quality Service by John E. Martin
View
Synopsis
Title:
Digital Darwinism: 7 Breakthrough Business
Strategies for Surviving in the Cutthroat Web Economy
by Evan I. Schwartz
View
Synopsis
Title:
Information Rules: A Strategic Guide to the
Network Economy by Carl Shapiro, Hal R. Varian
View
Synopsis
Title:
Permission Marketing: Turning Strangers into
Friends, and Friends into Customers by Seth Godin,
Don Peppers
View
Synopsis
Title:
E-Business: Roadmap for Success by Ravi
Kalakota
View
Synopsis
Title:
WIN WIN Management: Leading People in the
New Workplace by George T. Fuller
View
Synopsis
Title:
Corporate Culture Team Culture: Removing the
Hidden Barriers to Team Success by Jacalyn Sherriton,
James L. Stern
View
Synopsis
Title:
Seven Miracles of Management by Alan
Downs
View
Synopsis
Title:
Market Driven Strategy: Processes for Creating
Value by George S. Day
View
Synopsis
Title:
The Quest for Loyalty: Creating Value Through
Partnerships by Frederick F. Reichheld, Scott
D. Cook
View
Synopsis
Title:
Customer Loyalty: How to Earn It, How to Keep
It by Jill Griffin
View
Synopsis
Title:
The Quest for Loyalty: Creating Value Through
Partnerships by Frederick F. Reichheld, Scott
D. Cook
View
Synopsis
Title:
The Loyalty Link: How Loyal Employees Create
Loyal Customers by Dennis G. McCarthy
View
Synopsis
Title:
The Service Profit Chain: How Leading Companies
Link Profit and Growth to Loyalty, Satisfaction, and
Value by James L. Heskett
View
Synopsis
Title:
Achieving Excellence Through customer Service
by John Tschohl
View
Synopsis
Title:
50 Powerful Ideas You Can Use To Keep Your
Customers by Paul R. Timm
View
Synopsis
Title:
How to win friends and influence people over the telephone.
Synopsis:
How to win friends and influence people over the telephone.
This book identifies verbal cues and tells how to
project a positive attitude, provide superior service,
and get the desired results from any interaction,
whether it's keeping customers happy or convincing
them to buy what you're selling.
PURCHASE
AT AMAZON.COM
Title:
Breakthrough Customer Service: Best Practices
of Leaders in Customer Support
View
Synopsis Title:
Listening to the Voice of the Customer:
16 Steps to a Successful Customer satisfaction Measurement
Program, by Jon Anton, Debra Perkins (Compiler)
View
Synopsis
Title:
Smile Training Isn't Enough
View
Synopsis
Title:
Delivering Knock Your Socks Off Service
View
Synopsis
Title:
Sustaining Knock Your Socks Off Service
View
Synopsis
Title:
Coaching Knock Your Socks Off Service
View
Synopsis
Title:
Managing Knock Your Socks Off Service
View
Synopsis
Title:
Tales of Knock Your Socks Off Service
View
Synopsis
Title:
Knock Your Socks Off Answers
View
Synopsis
Title:
Internal Service Excellence
View
Synopsis
Title:
Motivating Customer Service Employees
View
Synopsis
Title:
Guide to Customer Service Teams
View
Synopsis
Title:
Customer Service for Dummies
View
Synopsis
TITLE:
What Customers Value Most: How to Achieve Business
Transformation by Focusing on Processes That Touch
Your Customers, Brown, S. John Wiley and Sons, 1995
View
Synopsis
TITLE:
Managing Customer Value: Creating Quality and
Service That Customers Can See, Gale, B. The Free
Press, 1994
View
Synopsis
TITLE:
Customer Relationship Management: Making Hard
Decisions With Soft Numbers by Jon Anton, John Anton
View
Synopsis
TITLE: How to Keep Customers
for Life Through Relationship Marketing, Vavra,
T. Aftermarketing : Business One Irwin, 1992
View
Synopsis
TITLE:
Real Time : Preparing for the Age of the Never
SatisfiedCustomer by Regis McKenna
View Synopsis
TITLE:
Know Your Customer : New Approaches to Understanding
Customer Value and Satisfaction. Woodruff, R. and
Gardial, S. (Blackwell Business Dimensions in Total
Quality Series), Blackwell Press, 1996
View
Synopsis
TITLE:
Running an Effective Help Desk by Barbara Czegel
View
Synopsis
TITLE:
Selling the Invisible: A Field Guide to Modern Marketing,
Beckwith, Harry. Warner BookView
Synopsis
TITLE:
On Great Service, Berry, L. The Free Press
View
Synopsis
TITLE
: Customers.Com: How to Create a Profitable
Business Strategy for the Internet and Beyond
by Patricia B. Seybold (Contributor)
View
Synopsis
TITLE
: Marketing for Keeps: Building Your Business
by Retaining Your Customers, Furlong, Carla B.
John Wiley and Sons, 1995
View
Synopsis
TITLE
: Total Quality Service, Stamatis, D.
H., St. Lucie Press, 1996
View
Synopsis
TITLE
: Using the New Marketing Concept to Create
a Customer-Oriented Company, Webster, F. Market-Driven
Management : (Portable MBA Series (Cloth)), John Wiley
& Sons, 1994
View
Synopsis
TITLE
: The Loyalty Effect: The Hidden Force Behind
Growth, Profits, and Lasting Value, Reichheld,
F. Bain and Co., Inc.,
View
Synopsis
|
Customer
Service Books
